Frequently Asked Questions (FAQ)

Customer Service

What is the best way to contact you? At the moment we only offer customer service via email support. For questions or comments about the online store, please email onlinehelp@west49.com . For in-store questions, please contact customerservice@west49.com. Our team will review your email and respond as soon as possible. We are open Monday-Friday 8am-5pm EST.

I have a question/comment/concern regarding one of your physical stores how do I let you know? Please email customerservice@west49.com for all in-store concerns. If you happen to have a great story about a helpful employee or pleasant shopping experience, please drop us a line we always love hearing from our customers!

How do I unsubscribe from your promotional emails? We’re sorry that for whatever reason you no longer wish to receive our emails! Please know, you can opt out at any time by clicking the unsubscribe button located at the bottom of all email newsletters. If you are still receiving emails please send us an email to onlinehelp@west49.com from the account of which you are subscribed from (or include the email address you wish to unsubscribe in the body of the email).

Can I contact you through social media? We are on Instagram, Twitter and Facebook, and we love interacting with our customers. We recommend contacting us through our email as we will be able assist you more efficiently.

International Customers

I fell in love your products, can I have an order shipped to my country? Unfortunately, at this time we only ship to Canada and mainland United States. You must have a valid billing and mailing address in one of those countries in order to make a purchase. We are looking into expanding to more countries, and when we do so, you’ll be the first to know! We appreciate your interest and your business!

Products

Is this item sold in any stores or just online? All items in stores are sold online, but not all online items are in all of the stores. Your best bet is to use our Store Locator and contact the store directly to see if they have it in stock. That said, if a product, quantity or size is not listed on our website, it may no longer be in stock. If you'd like to stay up to date on our new arrivals, sign up for our email newsletter or check back on our site regularly. We upload 100's of new items every month!

I want to order an item but the size I want does not appear. In most cases, this means we are sold out of that item in that size. The website will only show sizes and colours of items that are available. Check back on the site regularly or contact your nearest West49. You can find the closest store by using our Store Locator.

Can I use my Gift Card or Merchandise Credit as a form of payment online?   At this time we can only process Credit Card, Select Debit Cards and Paypal, we are working towards allowing gift cards to be used online in the future.

What is my Gift Card balance? There should be a toll-free 1-800 number listed on the back of the Gift Card you can call to find out your balance. If you are visiting one of our stores, they can check your balance at the cash. 

Placing Order/Technical Difficulties

What methods of payment do you accept? West49 accepts American Express, MasterCard, Visa, Discover, Apple Pay, and Paypal for payment of purchases made through this site. The cardholder must be the individual placing the order.

An item is showing up at the incorrect price/promotion. Send us an email with the product number and we will fix the issue on our site. If you have already placed your order, please send us your order number and we will refund any over charges.

How do I change my shipping address after placing an order? Please email us with your order number and provide an alternative address as quickly as possible and we will do our best to adjust it. Once an order has been processed, we are unable to change or update that order. Please ensure before checking out you verify your all your information before hitting “Submit” - especially if you have auto fill turned on in your browser.

Can I add more items after placing my order? Unfortunately we are unable to charge you more as your card has been pre-authorized for only a certain amount and no more. If you wish to purchase another item you will need to place another order.

Can I upgrade my shipping method after placing my order? Unfortunately, upgrading your shipping method has an additional associated charge and we are unable to charge you more as your card has been pre-authorized for only a certain amount and no more. If you need your order sooner please contact us before it has been shipped with your order number and we can cancel it for you to replace it with a faster shipping method. Please note that shipping times are from the day the order is shipped and not placed. If you place your order on Friday and it’s shipped Monday, the delivery time begins on Monday and only business days are counted.

Can I cancel my order? If you need to cancel an order once placed, please email us immediately as we are unable to change the status of your order once it is processed.

Order Status/Shipment Tracking

My package was shipped and it hasn’t arrived yet, where is it? If your package has not arrived in the promised delivery time, please send us an email with your order number and we will investigate the matter.

I did not receive my order confirmation email. Please check your spam folder to locate the email and ensure we are not marked as spam (so that you may receive future confirmations from us as well.) Also please check alternative email addresses that you may have used when placing your order.

Return Policy/Received Orders/Refunds

What is your return policy for online shopping? You have 30 days from the date you originally purchased your items to decide if you want to keep your order or not. Refunds will be credited in the manners in which payment was made. Purchases made via Paypal or Visa Debit may be refunded in store in the form of merchandise credit. Refunds can only be credited to your Paypal account or Visa Debit if the item is returned by mail to the online store. If you do not live near a store you can fill out a return request (RMA) to send back your items for a refund only. The customer is responsible for shipping fees incurred in the refund process. If we have shipped you the wrong or damaged item, please contact us and we will send you a prepaid shipping label for your return. Unfortunately all US orders are Final Sale.

How do I return an item to the online store?

- Print and complete a Return Form, and include it with the returned item(s). Print the Return Form here.

- A copy of your invoice must be included for consideration of refund/credit. 

- Please pack your items in the original packaging if possible in order to ensure safe delivery.

- Send your return package to the following address:

You're done!

- Please note: Return shipping costs are the customer's responsibility and are non-refundable. The only exception is if the item(s) shipped to you were damaged, defective or the wrong item(s).

May I return my purchase to my local West49? If you live by a physical store you can bring your items in to either return or exchange them as long as the tags are still attached and you bring in your invoice. All items except for swimwear and intimates can be returned in store. Purchases made online may be refunded in store in the form of merchandise credit.

Help, I received the wrong item/damaged item! Oh no! We are terribly sorry. We do our best to ensure all orders are correct and that there are no defects in your new West49 swag, but sometimes we make mistakes. We hate making mistakes, so if you do receive the wrong item or defective merchandise please email us right away with your order number and all applicable information and we will provide you with a solution as quickly as possible.

There is an item missing from my order, what happened? We do our best to ensure our online inventory is up to date and accurate, on rare occasions, our site may not refresh quickly enough and someone else may have purchased the last item at the same time you have. Check your invoice and if the item is not listed then it means it was sold out and was removed from your order. You were not charged for the sold out item. If the item appears on your statement and isn’t hiding anywhere in your package please send us an email with your order number and the full product number missing and we will start the process of sending the missing item to you if it is still in stock.

When will my refund show up? All refunds are issued back to the original form of payment. Refunds should appear on your account in 2-3 business days after processing. If your refund does not show on your account balance within this time after we notify you it has gone through, please contact your financial institution for more information.

Discounts, Coupon Codes, Loyalty Cards and Tax Exemptions

I placed an order right before/after a sale, can I get a price adjustment? Unfortunately, we do not offer price adjustments for large sales such as Black Friday or Boxing Day, etc... The best way to avoid missing a sale is to stay up to date with our newsletter.

Can I get the Ontario First Nations Point-of-Sale Exemption on my online order? We do not offer Ontario First Nations Point-of-Sale Exemptions through our online store because we are unable to verify eligibility. Click here for more information about how to receive your exemption. 

Accessibility 

What is your Accessibility Plan? Please see our Accessibility Plan here.